Head of Sales and Customer Engagement

Circa £55,000 per annum

Location:
Home-based at present, with potential to be office-based in future, at our Head Office in London. Some travel to Fusion sites across the UK is also required.

Who We Are:
A sports, leisure and fitness operator and registered charity, Fusion Lifestyle is on a mission to bring health and wellbeing to communities across the UK.

We are recruiting for a customer focused and commercially minded Head of Sales and Customer Engagement to develop, implement and manage best-in-class sales and customer journey processes. The Head of Sales and Customer Engagement will identify and implement strategies to improve the quality of customer communications and retention across Fusion.

The Role:
Reporting directly to the Associate Director of Commercial, the Head of Sales and Customer Engagement will establish and embed sales and customer engagement policies, standards and protocols, supporting the plans and strategies for developing the business, and achieving the company’s sales goals.

As the Head of Sales and Customer Engagement, you will assist in the development of the sales plans, prepare forecasts and KPI reporting for the sales leaders and Senior Management Team, supporting with CRM for use in organisational planning, financial forecasting, budget setting and strategic planning. As an integral part of the role, you will also establish an integrated process; planning for sales funnelling including outreach, on-boarding, activation, and retention.

Other Tasks and Responsibilities:

• Establish an integrated framework for consolidating customer feedback and data; analysing this data, and communicating outcomes and information to the organisation to facilitate improvement and rectification initiatives.
• Responsible for developing and delivering customer communications and engagement programmes
• Establish the inbound lead requirements needed to meet the groups sales objectives
• Provide full visibility into the sales pipeline at every stage of development
• Develop, implement and manage systems and processes to collect and analyse customer data and information
• Set service expectations for each customer facing job role, and achieve excellent customer service Net Promoter Scores
• Develop and disseminate customer engagement training collateral and programmes, to enable the highest level of customer relationship management and communications throughout the organisation
• Ensure that the organisation’s customer engagement effort is resourced and deployed to support all aspects of Fusion’s activities and business plans; including campaigns, launches, mobilisations, etc.
• Inform and influence pricing policies with reference to customer and industry research, including competitor analysis

About You:
To be successful in the role of Head of Sales and Customer Engagement you will need a relevant degree or the equivalent, alongside five+ years’ experience of planning and delivering customer service activity within a multi-site business, and a proven track record of improving member engagement within a commercial environment.

You will work collaboratively with other teams across the business - including Product and Marketing, so excellent communication and analytical skills are necessary, alongside demonstrated progressive leadership. You will also need a proven track-record in planning, project managing, and delivering the highest customer service standards, and will demonstrate advanced understanding of customer requirements, product development and trends within the leisure sector.

Employee Benefits:
Some of the employee benefits we offer that you may be eligible to receive include:

• Up to 25 days’ holiday, plus 8 bank holidays (Pro rata, contractual)
• Employer Contribution Auto-enrolment Pension Scheme (Contractual)
• Management Pension Scheme 
• Gym & Swim membership at Fusion centres
• Free eye tests
• Employee Referral Scheme

If you would like to further your career within a leisure business at the heart of the communities in which we operate, then we want to hear from you.

Click on the link to apply.

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Please note that non-contractual employee benefits may be frozen, revised or subject to change. Fusion reserve the right to amend or remove non-contractual employee benefits at any time.

This job advertisement is not intended to serve as a full job description, and is therefore non-exhaustive. Upon securing an offer of employment, a copy of the job description will be made available to you. This may be amended from time to time, in-line with business requirements.  You may also be required to carry out other duties as reasonably requested by the Company.

Applicants who gain a 'conditional' job offer will be required to undertake appropriate checks and referencing before commencing employment. If the role you have been offered requires you to work with children or vulnerable adults or in an environment that deems necessary, the hiring manager will inform you if a DBS is applicable. If a DBS is undertaken your offer of employment will be subject to a satisfactory DBS check.

In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Fusion Lifestyle recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.